Fortusino Casino - Player’s struggling to withdraw their winnings.

Hello,

I have started last week to withdraw money from my account at Fortusino. The total amount was 15.000€ and I had one withdrawal with 10.000€ and a smaller one. Since then my withdrawals got canceled three times in total. The first time I got a info that they had to be canceled because of a fair-play check (No idea what they did). For the second and third cancellation I got no reason why. Support came to me now and asked if I could withdraw to a Bitcoin wallet or similar. As I do not have any internet currencies, I denied to do that and I can only use Neteller here as the only option. Then I have been requested to make withdrawals with 7.500€ each. I did it. Now the support team told me I should do only a single withdrawal with 7.500€. Since 1 1/2 weeks I get sparse respone (Support just respond only once per day).

Beside that I was requesting a "loss limit" on Monday - no idea if this has been set.

Please help to get me my winnings.

Dear rschloeg,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I made already two weeks ago a withdrawal with Neteller and it worked fine. So I do not see any reason to change it now - especially if I have been told to use Bitcoin & Co which I do not have at all. I don't even know where I should transfer any of those currencies to.

In addition to the issues with my withdrawals. I have requested on MONDAY to set a "loss limit" of 10€ to my account. My message has been recognized but no limit was set. It is still not done and I lost 2.000€ today.

Hello,

An update on my case. The casino has sent me 7.500€.

Unfortunately I lost now the remaining 7.500€ in the casino. Even though I requested to set a "loss limit" of 10€ per month six days ago, it has not been set and I was still able to play in the casino. The support team even asked me if it should be monthly or daily and I told them clearly it is monthly. So they saw my request (no excuse on that) and have done nothing...

Here is a copy of the statement of the casino wrt to responsible gaming :

Limits

Loss limit allows a player to set the maximum loss limit for selected period. There is always a possibility to change the loss limit, but it takes effect accordingly:

Changing the limit to more restrictive takes effect immediately

Changing the limit to less restrictive takes effect 48 hours after the change.

Please write to support@fortusino.com in order to self exclude.

Immediately means not at all ?

I lost now 3.500€ yesterday and 4.000€ this morning. Players might understand how it goes - you loose some money and then you're trying to win it back. And then you're loosing more and more and you're waiting to win something back...

In addition to that I have requested also to close my account yesterday. Again, nothing happened, not even a feedback from the casino. It would have saved my at least 5.500€ from my money, but now all money is gone.

The casino is not respecting "responsible gaming". This is really sad. Setting a limit takes them a few seconds and should help you to protect you from addicting gambling. But it seems to be the strategy from the casino, giving nothing on protecting players. Waiting until the player lose all their funds.

Please advice how I will get my 7.500€ back. It is not acceptable that a casino behaves this way.

Thank you very much, rschloeg, for the update. Please understand that loss limits are counted from your deposited funds, not from your winnings. For example, if I deposited €50, set the loss limit at €10, and win €1,000, my loss limit will be counted from 50+1000. So instead of €10 I still can lose €1,010.

Could you please forward your requests for the account closure to petronela.k@casino.guru? Have you specified in those requests the exact reason and for how long your account should be blocked?

I have sent you all the email exchange

Thank you very much, rschloeg, for the forwarded email. I understood that your request for a Loss Limit has been acknowledged by the casino and confirmed from your side on 12/10. One last thing, before we'll contact the casino, could you please forward your game history?

I checked the "game history" section at the casino, but it shows only the last 1000 bets. So only a fraction of whole history of the last days.

But I had 15.000€ on my account by friday last week. I got via Neteller 7.500€ also on Friday. As far as I could see and top of my head I lost from the remaining 7.500€, 2.000€ on Friday morning. And another 1.500€ on Friday evening. The remaining 4.000€ were lost on Saturday.

Hope that helps.

Thank you very much, rschloeg, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear rschloeg,

I’m sorry to hear about your bad experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Fortusino Casino to join this conversation and participate in the resolution of rschloeg’s complaint.

@casinoguru

Hello,

It's really funny to see that the Fortusino Casino has been reported as closed here at Casino Guru. I did a check a few minutes ago and I was able to register under another emailaddress and able to start depositing to the casino. So it is definitely not closed...

I get a bit the feeling the casino is trying everything to avoid the discussion here. To summarize again my story :

• Continuous cancellation of my withdrawals several time without giving a reason for it
• Not setting any limits as requested, even after asking several times
• Not giving any statement here at Casino Guru

I saw that practice already in some other casinos, it's always the same trick - don't help the players to keep their gambling habits under control. Ignore all requests for setting a limit or a cool-off period. The "responsible gaming" section in those casinos is just a section which needs to be there, otherwise they would not get a license. The trick is to get most out of the players. And if a player is winning, avoid to make any withdrawals. Keep them busy with KYC, cancel their withdrawal continuously, give or do not give an excuse for it and wait until the player is loosing his money because he got impatient. Same happened here with me. And it looks like that those cowardly people don't have the courage to make any comment here.

Seems that I have to avoid all the SG International N.V. casinos in the future. And it seems to be common practice for the SG International N.V. if I look at other casino review sites such as askgamblers. Casino get turned off, even players have money on their accounts, casinos get blacklisted, or they are suspending accounts for several months to check something.

For all the players here - DON'T PLAY AT ANY SG INTERNATIONAL N.V. CASINO. They are scam. Go out and read the complaint sections on the relevant sites out there.

It would be great if Casino Guru could also mark the SG International N.V. as scam casinos.

Thank you, rschloeg, for your remarks. Unfortunately, we still haven’t received any relevant response from the casino, but we were informed that the brand will be closing soon. That is why the casino has already been marked as ‘closed’ on our website. I’m afraid that the fact that the casino is closing might only complicate things and also lower the chances to get the issue resolved.

We would like to ask Fortusino Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Forget it. Would be nice if you could mark the whole SG INTERNATIONAL N.V. CASINO GROUP as scam casinos here at casino guru. It‘s their common practice to close casinos when things are getting uncomfortable.

Not sure if there is a way to get in contact with their parent company.

Dear rschloeg,

I can assure you that your remarks will be taken into consideration.

I’m sorry but according to the information we received from one of the casino representatives, it seems that the casino will not make any comments on your case, therefore, I strongly recommend you to contact the casino’s Licensing Authority - Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed.

Thanks for the feedback. Yes, I would like to contact the license holder. Can you share with me contacts ?

thanks

Dear rschloeg

You can submit a complaint to Antillephone by sending an e-mail to complaints@gaminglicences.com. Don’t forget to include:

1) Your personal information

• name (your first name, your last name, and the middle name if you have it)
• your country of residence
• your age

2) Complaint body must include:

• casino name and its domain (Fortusino, https://www.fortusino.com/)
• your login (username) and the e-mail address you entered during registration
• a thorough description of what happened and the disputed amount

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Please let me know if you have any questions.

Thank you. The complaint has been already submitted to Antillephone.

I will keep you here updated.

Thank you, rschloeg, for your cooperation.

Since we haven’t received any response from the casino regarding the issue, we are forced to close it as ‘unresolved’. I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

Please keep me posted on any news regarding the complaint you submitted to the licensing authority. My e-mail address is andrej.p@casino.guru.